Customer Service Manager

Job Description

Job DescriptionDescription:

DEFINITION

The Customer Service Manager is responsible for overseeing and managing the customer service area and a wide range of customer service functions, including order processing, invoicing, and communications with both internal and external stakeholders. This role drives improvements in service processes, team performance and customer engagement strategies while providing timely resolution of issues and efficient handling of inquiries, complaints, and requests.

SUPERVISION RECEIVED

This position reports directly to the Director of Sales.

• SUPERVISION EXERCISED

This position provides supervision to the Customer Service Representative team.

Requirements:

ESSENTIAL FUNCTIONS OF THE POSITION

NOTE: An employee assigned to this title shall perform a majority, but may not perform all, of the duties listed in this job description. Conversely, minor level duties performed on the job may not be listed.

Order Management:

• Manage manual order entry process, I-Trade, and EDI transactions.
• Process order changes, review pricing, and communicate any discrepancies
• Invoice I-Trade and other customer orders through customer portals.
• Manage sample order process and ensure UPS shipments are timely.
• Ensure pricing requests are updated when required.
• Set up and maintain customer email invoicing.
• SAP text field management as necessary – add, edit, maintain, etc.
• Manage export order process and provide necessary support.

Communications & Coordination:

• Collaborate with cross-functional teams (sales, operation, marketing, IT, etc.) to address recurring issues and improve customer touch points.
• Supervise customer service team in support of customer satisfaction.
• Manage customer complaint process and ensure coordination with Quality Department for product reviews.
• Communicate transportation delays, services issues, and product recovery efforts to customers.
• Ensure timely responses by customer service team to customer and sales inquiries.
• Support reporting needs for sales teams, brokers, and customers, including but not limited to:

1. Shortage reports
2. Inventory reports
3. Pricing/Price changes

Issue Resolution:

• Address OS & D issues and coordinate with the quality team to resolve customer complaints.
• Collaborate with accounts receivable to process credits for deductions, RFP processes, and customer demos.
• Manage research and resolution processes related to customer deductions.

Special Project & Process Improvement:

• Act as a backup for export order processing.
• Lead SAP training sessions and develop job aids for the team.
• Drive process improvement initiatives and collaborate with other departments on project and policy work.

* The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.

KNOWLEDGE, SKILLS, AND ABILITIES

• Deep understanding of customer service practices, standards, and strategies to enhance customer service practices, standards, and strategies to enhance customer satisfaction and loyalty.
• Knowledge of order entry systems and tools, invoicing processes, and related software such as SAP and EDI, customer service software, CRM systems, and Microsoft Office Suite.
• Experience in Consumer Product Goods (CPG) manufacturing space.
• Ability to negotiate with customers, vendors, and internal stakeholders to achieve mutually beneficial outcomes.
• Understanding of the product life cycle management and sales and distribution.
• Understanding of supply chain processes, transportation logistics, and inventory management related to customer support.
• Ability to build and maintain strong relationships with customers, team members, and other departments.
• Ability to identify, analyze, and resolve customer issues efficiently, ensuring a positive outcome for both the customer and the company.
• Strong leadership skills to manage, motivate, and guide a customer service team towards achieving performance goals.
• Excellent verbal and written communication skills, capable of effectively interacting with customers, sales teams, and other departments.
• Effective time management skills, with the ability to prioritize tasks, manage multiple responsibilities, and meet deadlines.
• Ability to adapt to changing environments, customer demands, and technology, and to implement new strategies or processes as needed.
• Strong attention to detail, ensuring accuracy in order processing, invoicing, and communication.
• Ability to analyze data, identify trends, and generate actionable insights to improve customer service operations.
• Ability to work under pressure, manage multiple priorities, and adapt to a fast-paced environment.
• Ability to communicate information and ideas in speaking so others will understand.
• Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Coordination — Adjusting actions in relation to others' actions.
• Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Ability to read, write, speak, understand, or communicate in English sufficiently to perform the duties of this position. American Sign Language may also be considered as acceptable forms of communication.

EDUCATION AND EXPERIENCE

(a) Completion of a high school, or general equivalency diploma; or,

(b) Associate or bachelor’s degree in business administration, or a related field preferred; and,

(c) At least five years customer service experience in a leadership role in the Consumer-Packaged Goods environment preferred; and,

(d) Proficiency in SAP and customer portal management; or,

(e) Equivalent combination of education and experience.

PHYSICAL DEMANDS

• The employee is required to use hands to finger, handle or feel objects, tools, or controls; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl.
• The employee must occasionally lift and/or move up to fifteen (15) pounds.
• Ability to sit for extended periods and perform repetitive tasks.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• This role may occasionally require presence in the production environment with exposure to cold temperatures and raw meat products. If production floor presence occurs, exposure to cold temperatures and moving mechanical equipment will occur.
• The noise level in the work environment is usually quiet; however, it can be moderate or loud when on the production floor.
• Employees are required to wear proper food safe, steel toe shoes, hair net and beard net, nitrile gloves, frock, bump cap, hat, and proper hearing protection while working in certain areas.

ACKNOWLEDGEMENTS

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

Citterio USA is an Equal Opportunity Employer and does not discriminate based on race, ancestry, color, religion, sex, gender, age, marital status, sexual orientation, national origin, medical condition, disability, veteran status, gender identity, or any other basis protected by law.

FLSA STATUS: FLSA EXEMPT – NOT OVERTIME ELIGIBLE

DESIGNATION: AT WILL EMPLOYEE

UNION STATUS: NON-UNION

PI278304479